Library service design :: a LITA guide to holistic assessment, insight, and improvement /
"Service design is a holistic, co-creative, and user-centered approach to understanding user behavior for creating or refining services. Use this LITA Guide to help as a toolkit for implementing service design studies and projects at all types of libraries. It begins with directions for how to...
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Lanham :
Rowman & Littlefield,
[2016]
|
| Schriftenreihe: | LITA guides ;
3. |
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | "Service design is a holistic, co-creative, and user-centered approach to understanding user behavior for creating or refining services. Use this LITA Guide to help as a toolkit for implementing service design studies and projects at all types of libraries. It begins with directions for how to create a service design team and assembling a user working group for your library and move through the various phases in a service design journey. The authors outline the tools required to gain insights into user behavior and expectation and how to diagnose the difference between a symptom and a problem users face when interacting within the library environment. The guide features a series of examples that the service design team can use to learn how to work with library staff and patrons to find out what current user experience is like and how to refine services to better meet user expectations. Learn how to: create service blueprints -- to outline the service delivery model and understand pain points and places where services can be refined create customer journey maps -- to better understand the actual paths taken by users to fulfill a service. find the right tool for the situation so you can make an informed decision on usage create an ethnographic program of your own tailored to your library environment understand how assessment and post-implementation is key to any project's success create a service design plan that fits your library and patronage This book is a toolkit, not a step-by-step, paint-by-the-numbers book. It is geared towards libraries of all types and sizes and will provide tools that any library can use and ideas for developing a service design project that fits within the means of your library so that your project will be meaningful, useful, and sustainable. While several books have been written on how to implement service design, this book will be the first to explain how to practice service design in libraries"--Provided by publisher |
| Beschreibung: | 1 online resource |
| Bibliographie: | Includes bibliographical references and index. |
| ISBN: | 9781442263857 1442263857 |
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| 505 | 0 | |a The case for service design in libraries, or libraries as systems -- What is service design? -- Service design, in practice -- Tools and techniques -- Adapting service design to your library -- Looking forward. | |
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| 520 | |a "Service design is a holistic, co-creative, and user-centered approach to understanding user behavior for creating or refining services. Use this LITA Guide to help as a toolkit for implementing service design studies and projects at all types of libraries. It begins with directions for how to create a service design team and assembling a user working group for your library and move through the various phases in a service design journey. The authors outline the tools required to gain insights into user behavior and expectation and how to diagnose the difference between a symptom and a problem users face when interacting within the library environment. The guide features a series of examples that the service design team can use to learn how to work with library staff and patrons to find out what current user experience is like and how to refine services to better meet user expectations. Learn how to: create service blueprints -- to outline the service delivery model and understand pain points and places where services can be refined create customer journey maps -- to better understand the actual paths taken by users to fulfill a service. find the right tool for the situation so you can make an informed decision on usage create an ethnographic program of your own tailored to your library environment understand how assessment and post-implementation is key to any project's success create a service design plan that fits your library and patronage This book is a toolkit, not a step-by-step, paint-by-the-numbers book. It is geared towards libraries of all types and sizes and will provide tools that any library can use and ideas for developing a service design project that fits within the means of your library so that your project will be meaningful, useful, and sustainable. While several books have been written on how to implement service design, this book will be the first to explain how to practice service design in libraries"--Provided by publisher | ||
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Datensatz im Suchindex
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| author | Marquez, Joe J., 1970- Downey, Annie, 1974- |
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| contents | The case for service design in libraries, or libraries as systems -- What is service design? -- Service design, in practice -- Tools and techniques -- Adapting service design to your library -- Looking forward. |
| ctrlnum | (OCoLC)948670085 |
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| illustrated | Not Illustrated |
| indexdate | 2024-10-25T16:23:09Z |
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| isbn | 9781442263857 1442263857 |
| language | English |
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| series | LITA guides ; |
| series2 | Library Information Technology Association (LITA) guides ; |
| spelling | Marquez, Joe J., 1970- author. https://id.oclc.org/worldcat/entity/E39PCjyWwbWbcrRkqrpqCMdQD3 http://id.loc.gov/authorities/names/n2016021007 Library service design : a LITA guide to holistic assessment, insight, and improvement / Joe J. Marquez and Annie Downey. Lanham : Rowman & Littlefield, [2016] ©2016 1 online resource text txt rdacontent computer c rdamedia online resource cr rdacarrier Library Information Technology Association (LITA) guides ; 3 Includes bibliographical references and index. The case for service design in libraries, or libraries as systems -- What is service design? -- Service design, in practice -- Tools and techniques -- Adapting service design to your library -- Looking forward. Print version record and CIP data provided by publisher. "Service design is a holistic, co-creative, and user-centered approach to understanding user behavior for creating or refining services. Use this LITA Guide to help as a toolkit for implementing service design studies and projects at all types of libraries. It begins with directions for how to create a service design team and assembling a user working group for your library and move through the various phases in a service design journey. The authors outline the tools required to gain insights into user behavior and expectation and how to diagnose the difference between a symptom and a problem users face when interacting within the library environment. The guide features a series of examples that the service design team can use to learn how to work with library staff and patrons to find out what current user experience is like and how to refine services to better meet user expectations. Learn how to: create service blueprints -- to outline the service delivery model and understand pain points and places where services can be refined create customer journey maps -- to better understand the actual paths taken by users to fulfill a service. find the right tool for the situation so you can make an informed decision on usage create an ethnographic program of your own tailored to your library environment understand how assessment and post-implementation is key to any project's success create a service design plan that fits your library and patronage This book is a toolkit, not a step-by-step, paint-by-the-numbers book. It is geared towards libraries of all types and sizes and will provide tools that any library can use and ideas for developing a service design project that fits within the means of your library so that your project will be meaningful, useful, and sustainable. While several books have been written on how to implement service design, this book will be the first to explain how to practice service design in libraries"--Provided by publisher Public services (Libraries) http://id.loc.gov/authorities/subjects/sh85076635 Public services (Libraries) Evaluation. Library planning. http://id.loc.gov/authorities/subjects/sh85076712 Library Services https://id.nlm.nih.gov/mesh/D007999 Bibliothèques Services aux usagers. Bibliothèques Services aux usagers Évaluation. Bibliothèques Planification. LANGUAGE ARTS & DISCIPLINES Library & Information Science General. bisacsh Library planning fast Public services (Libraries) fast Public services (Libraries) Evaluation fast Bibliothek gnd http://d-nb.info/gnd/4006439-6 Dienstleistung gnd http://d-nb.info/gnd/4012178-1 Evaluation gnd http://d-nb.info/gnd/4071034-8 Downey, Annie, 1974- author. https://id.oclc.org/worldcat/entity/E39PCjwh3fQgDrQJcBTJdGqHfq http://id.loc.gov/authorities/names/n2016021010 has work: Library service design (Text) https://id.oclc.org/worldcat/entity/E39PCGHYvQMk3yxxdYxvMXt8Q3 https://id.oclc.org/worldcat/ontology/hasWork Print version: Marquez, Joe J., 1970- Library service design. Lanham, Maryland : Rowman & Littlefield, [2016] 9781442263833 (DLC) 2016009889 (OCoLC)944086790 LITA guides ; 3. http://id.loc.gov/authorities/names/n88510695 FWS01 ZDB-4-EBA FWS_PDA_EBA https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1241748 Volltext CBO01 ZDB-4-EBA FWS_PDA_EBA https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1241748 Volltext |
| spellingShingle | Marquez, Joe J., 1970- Downey, Annie, 1974- Library service design : a LITA guide to holistic assessment, insight, and improvement / LITA guides ; The case for service design in libraries, or libraries as systems -- What is service design? -- Service design, in practice -- Tools and techniques -- Adapting service design to your library -- Looking forward. Public services (Libraries) http://id.loc.gov/authorities/subjects/sh85076635 Public services (Libraries) Evaluation. Library planning. http://id.loc.gov/authorities/subjects/sh85076712 Library Services https://id.nlm.nih.gov/mesh/D007999 Bibliothèques Services aux usagers. Bibliothèques Services aux usagers Évaluation. Bibliothèques Planification. LANGUAGE ARTS & DISCIPLINES Library & Information Science General. bisacsh Library planning fast Public services (Libraries) fast Public services (Libraries) Evaluation fast Bibliothek gnd http://d-nb.info/gnd/4006439-6 Dienstleistung gnd http://d-nb.info/gnd/4012178-1 Evaluation gnd http://d-nb.info/gnd/4071034-8 |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85076635 http://id.loc.gov/authorities/subjects/sh85076712 https://id.nlm.nih.gov/mesh/D007999 http://d-nb.info/gnd/4006439-6 http://d-nb.info/gnd/4012178-1 http://d-nb.info/gnd/4071034-8 |
| title | Library service design : a LITA guide to holistic assessment, insight, and improvement / |
| title_auth | Library service design : a LITA guide to holistic assessment, insight, and improvement / |
| title_exact_search | Library service design : a LITA guide to holistic assessment, insight, and improvement / |
| title_full | Library service design : a LITA guide to holistic assessment, insight, and improvement / Joe J. Marquez and Annie Downey. |
| title_fullStr | Library service design : a LITA guide to holistic assessment, insight, and improvement / Joe J. Marquez and Annie Downey. |
| title_full_unstemmed | Library service design : a LITA guide to holistic assessment, insight, and improvement / Joe J. Marquez and Annie Downey. |
| title_short | Library service design : |
| title_sort | library service design a lita guide to holistic assessment insight and improvement |
| title_sub | a LITA guide to holistic assessment, insight, and improvement / |
| topic | Public services (Libraries) http://id.loc.gov/authorities/subjects/sh85076635 Public services (Libraries) Evaluation. Library planning. http://id.loc.gov/authorities/subjects/sh85076712 Library Services https://id.nlm.nih.gov/mesh/D007999 Bibliothèques Services aux usagers. Bibliothèques Services aux usagers Évaluation. Bibliothèques Planification. LANGUAGE ARTS & DISCIPLINES Library & Information Science General. bisacsh Library planning fast Public services (Libraries) fast Public services (Libraries) Evaluation fast Bibliothek gnd http://d-nb.info/gnd/4006439-6 Dienstleistung gnd http://d-nb.info/gnd/4012178-1 Evaluation gnd http://d-nb.info/gnd/4071034-8 |
| topic_facet | Public services (Libraries) Public services (Libraries) Evaluation. Library planning. Library Services Bibliothèques Services aux usagers. Bibliothèques Services aux usagers Évaluation. Bibliothèques Planification. LANGUAGE ARTS & DISCIPLINES Library & Information Science General. Library planning Public services (Libraries) Evaluation Bibliothek Dienstleistung Evaluation |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1241748 |
| work_keys_str_mv | AT marquezjoej libraryservicedesignalitaguidetoholisticassessmentinsightandimprovement AT downeyannie libraryservicedesignalitaguidetoholisticassessmentinsightandimprovement |